Genesys Contact Center Engineer

Systems Integration, Inc.; Washington (District of Columbia); Remote; USD 41,328 - 68,880; Part time

Job summary

A leading technology solutions provider is seeking a Part-time Genesys Contact Center Engineer to support Genesys Cloud solutions. This fully remote position requires a professional with hands-on experience and strong communication skills. You will manage configurations, troubleshoot issues, and collaborate with teams to enhance performance. Candidates must have Genesys Cloud Certification, 2+ years experience, and a Bachelor's degree in IT or related field. Flexible hours based on project needs are offered.

Qualifications

• 2 years of hands-on experience with Genesys Cloud.
• NICE CXONE experience preferred.
• Experience in cloud contact center environments.
• Ability to work independently and manage multiple projects.

Responsibilities

• Configure and maintain Genesys Cloud components (IVR, routing, bots).
• Troubleshoot and update Genesys Cloud environments.
• Collaborate with cross-functional teams for integration.
• Train internal teams or clients on Genesys Cloud usage.

Skills

Genesys Cloud Certification

2+ years of Genesys Cloud experience

Customer Service skills

Troubleshooting capabilities

Computer Networking skills

Understanding of voice/UC technologies

Education

Bachelor's degree in IT, Computer Science, or equivalent

Tools

Microsoft Server 2003/2008/2012

Microsoft Exchange

Active Directory

Job description

Overview

We are seeking a Part-time Genesys Contact Center Engineer to support the configuration, maintenance, and optimization of Genesys Cloud Contact Center solutions. This role is ideal for a self-motivated professional with hands-on experience in Genesys Cloud and a strong understanding of contact center technologies. The contractor will work remotely and independently, collaborating with internal teams or clients to deliver high-quality solutions.

Responsibilities

• Configure and maintain Genesys Cloud components (IVR, routing, bots, voice, chat, email).
• Perform troubleshooting, updates, and patching of Genesys Cloud environments.
• Collaborate with cross-functional teams to ensure seamless integration and performance.
• Provide support for Packaged Contact Center Enterprise (PCCE) environments.
• Monitor system performance and implement optimizations for high availability.
• Develop and maintain documentation for configurations and procedures.
• Train internal teams or clients on Genesys Cloud usage and best practices.
• Stay current with Genesys Cloud updates, features, and industry trends.
• Negotiate and fulfill contract terms with clients.
• Manage own business operations including invoices and taxes.
• Market services and maintain client relationships.
• Ensure compliance with relevant laws and industry standards.
• Resolve issues related to service delivery independently.
• Report directly to VP IT.

Qualifications

• Genesys Cloud Certification (required).
• Minimum 2 years of hands-on experience with Genesys Cloud.
• NICE CXONE experience preferred.
• 4+ years of experience in cloud contact center environments.
• Strong understanding of voice/UC technologies and PCCE support.
• Bachelor's degree in IT, Computer Science, or equivalent experience.
• Excellent communication, problem-solving, and documentation skills.
• Ability to work independently and manage multiple projects.
• Strong Customer Service skills
• Strong Troubleshooting Capabilities
• Proven Computer Networking skills
• Microsoft Server 2003/2008/2012
• Microsoft Exchange
• Active Directory
• Hardware and software installation
• Ability to handle and prioritize tasks each day.
• Fully remote.
• Flexible hours based on project needs.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.